[Hiring] Lifecycle & CRM Lead @Felix Technologies

Role Description

We are looking for someone to lead Lifecycle & CRM at Félix, build and manage the team, and own how we engage with users throughout their relationship with Félix. The role has three core mandates:

• Grow LTV while effectively managing our incentives budget.
• Generate customer insights.
• Identify opportunities to make Félix more relevant to our users.

This means continuing to grow our core remittance business through:

• Activation
• Frequency
• Retention
• Reactivation

While increasingly driving adoption of new products and expanding share of wallet.

This person will also own the governance of our user touchpoints across WhatsApp, primarily post-transaction, email, and app push. User attention is limited real estate, so they will define clear rules around:

• Communication frequency
• Post-transaction messaging
• Channel selection
• Prioritization

Ensuring every communication has a clear objective and that the highest-value message reaches the right user at the right moment. They will build and continuously optimize a structured portfolio of lifecycle communications against each objective, rigorously measuring incrementality through control groups. They will also determine:

• What we should communicate
• Where it should live

What deserves a CRM touchpoint versus what should become part of the product experience, such as the chatbot or main menu. The role will work closely with:

• Product
• Growth
• Brand
• Data
• Operations
• Regional teams

Turning CRM into both a measurable growth lever and one of Félix’s strongest sources of customer intelligence.

Qualifications

• Strong experience leading Lifecycle, CRM, Retention, or Customer Growth in a consumer business, ideally with high transaction frequency or recurring usage.
• Strong business judgment, with the ability to prioritize opportunities based on expected customer impact, incremental value, cost, and scalability.
• Proven track record driving incremental growth across activation, repeat usage, retention, reactivation, and cross-sell.
• Strong understanding of incrementality and experimentation, including control groups, holdouts, uplift measurement, and causal thinking.
• Experience managing incentives and promotional budgets, with the ability to distinguish true incremental behavior from subsidized activity.
• Deep expertise in segmentation, personalization, and lifecycle journey design across channels such as WhatsApp, email, push notifications, and in-product surfaces.
• Strong analytical mindset and experience working closely with Data teams to define audiences, measurement frameworks, customer insights, and opportunities.
• Experience identifying and driving multi-product adoption, including second-product conversion, cross-sell, and increasing products per active user.
• Strong understanding of churn, retention, and reactivation dynamics, with experience building programs to prevent churn and recover inactive users.
• Ability to turn behavioral data, campaign performance, customer research, and qualitative feedback into clear product and growth opportunities.
• Strong product judgment, with the ability to determine when a customer need should be addressed through CRM versus becoming part of the product experience.
• Experience building and managing high-performing teams, establishing clear ownership, operating rhythms, and a high bar for execution.
• Ability to work closely with Product, Growth, Data, Brand, and Operations, influencing priorities and turning customer insights into action.

Requirements

• Incremental Transactions
• Incremental Users
• Cost per Incremental User (CPiU)
• Cost per Incremental Transaction (CPiT)
• Transaction Volume / TPV Growth
• Retention & Reactivation Lift
• Share of Wallet Growth
• Customer LTV
• Incremental Multi-Product Users
• Multi-Product Adoption Rate (cross-selling)
• Incremental ROI on CRM & Incentives

Benefits

• Competitive salary
• Initial stock options grant
• Annual performance bonus
• Health, dental, and vision plans
• Work model: currently fully remote, with a future transition to a hybrid setup
• Continuous learning opportunities
• Unlimited PTO
• Paid parental leave
• Empowering opportunities for growth in a dynamic entrepreneurial environment

Company Description

At Félix, we are building the indispensable financial companion for Latinos in the US. We combine an AI-powered, conversational-first interface with real-time financial infrastructure to make cross-border money movement as easy as sending a text. Our ambition is to deliver a white-glove financial experience with the simplicity of a conversation to a community the traditional financial system has historically overlooked.

We are a hyper-growth Series C company, backed by over $300 million in funding from top-tier global investors, including Andreessen Horowitz, QED, Castle Island, Switch Ventures, HTwenty, Monashees, General Catalyst Customer Value Fund.

Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long.